Browse > Article
http://dx.doi.org/10.5394/KINPR.2012.36.9.753

Customer Loyalty and Logistics Service Performance in Maritime Transport : A Literature Review and Conceptual Model  

Jang, Hyun Mi (Department of International Logistics, Dongseo University)
Kim, Sang Youl (Graduate School of International Studies, Pusan National University)
Publication Information
Journal of Navigation and Port Research / v.36, no.9, 2012 , pp. 753-761 More about this Journal
Abstract
To achieve a differential advantage over competitors and protect their long-term interest, shipping lines have striven to find ways to maintain an ongoing relationship with shippers which can be achieved by attaining their loyalty. The benefits of loyal shippers are potentially huge in that they generate long-term revenue streams as well as provide cost savings as compared with attracting new shippers. Logistics service provided by shipping lines is identified as one of the effective tools for building customer loyalty. However, in a review of the literature none of the studies examine how logistics service creates customer loyalty, particularly between shipping lines and shippers. Consequently, the overarching purpose of this paper is to extend knowledge on logistics service performance and its relationship with customer loyalty in the unique context of maritime transport by proposing a new conceptual model based on an extensive literature review. The major contribution is to offer a new insight into the complex relationships between those 'soft' concepts in the context of maritime transport.
Keywords
customer loyalty; logistics service performance; maritime transport; conceptual model; literature review; relationship quality; switching barriers;
Citations & Related Records
Times Cited By KSCI : 4  (Citation Analysis)
연도 인용수 순위
1 Davis-Sramek, B., Mentzer, J. T. and Stank, T. P.(2008), "Creating consumer durable retailer customer loyalty through order fulfillment service operations", Journal of Operations Management, Vol. 26, No. 6, pp. 781-797.   DOI   ScienceOn
2 Davis-Sramek, B., Droge, C., Mentzer, J. T. and Myers, M. B.(2009), "Creating commitment and loyalty behaviour among retailers: what are the roles of service quality and satisfaction?", Journal of the Academy of Marketing Science, Vol. 37, No. 4, pp. 440-454.   DOI
3 Dick, A. S. and Basu, K.(1994), "Customer loyalty: Toward an integrated conceptual framework", Journal of the Academy of Marketing Science, Vol. 22, No. 2, pp. 99-113.   DOI   ScienceOn
4 Durvasula, S., Lysonski, S. and Mehta, S. C.(2004), "Technology and its CRM implications in the shipping industry", International Journal of Technology Management, Vol. 28, No. 1, pp. 88-102.   DOI   ScienceOn
5 Ellinger, A. E., Daugherty, P. J. and Plair, Q. J.(1999), "Customer satisfaction and loyalty in supply chain: The role of communication", Transportation Research Part E, Vol. 35, No. 2, pp. 121-134.   DOI   ScienceOn
6 Evangelista, P.(2005), "Innovating ocean transport through logistics and ICT", in: Leggate, H. et al. (2005) (eds.) International Maritime Transport: Perspectives. London: Routledge, pp. 191-201.
7 Evers, P. T. and Johnson, C. J.(2000), "Performance perceptions, satisfaction, and intention: The intermodal shipper's perspective", Transportation Journal, Vol. 40, No. 2, pp. 27-39.
8 Fornell, C.(1992), "A national customer satisfaction barometer: the Swedish experience", Journal of Marketing, Vol. 56, No. 1, pp. 6-21.   DOI   ScienceOn
9 Heaver, T. D.(2002), "Supply chain and logistics management: Implications for liner shipping", in: Grammenos, C. Th. (ed.) (2002) The Handbook of Maritime Economics and Business. London: LLP Professional Publishing, pp. 375-396.
10 Oliver, R. L.(1999), "Whence consumer loyalty?", Journal of Marketing, Vol. 63, No. 4, pp. 33-44.
11 Parasuraman, A., Zeithaml, V. and Berry, L. L.(1988), "SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
12 Park, B. S., Shin, Y. L. and Shin, H. W.(2011), "An Empirical Study on the Effects of the Determinants of Service Quality to Customer Satisfaction in P＆I Insurance", Journal of Korean Navigation and Port Research, Vol. 35, No. 1, pp. 855-861.   DOI   ScienceOn
13 Pritchard, M. P., Havitz, M. E. and Howard, D. R.(1999), "Analysing the commitment-loyalty link in service contexts", Journal of the Academy of Marketing Science, Vol. 27, No. 3, pp. 333-348.   DOI
14 Qin, S., Zhao, L. and Yi, X.(2009), "Impacts of customer service on relationship quality: an empirical study in China", Managing Service Quality, Vol. 19, No. 4, pp. 391-409.   DOI   ScienceOn
15 Ranaweera, C. and Prabhu, J.(2003), "The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting", International Journal of Service Industry Management, Vol. 14, No. 4, pp. 374-395.   DOI   ScienceOn
16 Rauyruen, P. and Miller, K. E.(2007), "Relationship quality as a predictor of B2B customer loyalty", Journal of Business Research, Vol. 60, No. 1, pp. 21-31.   DOI   ScienceOn
17 Reichheld, F. F., Markey Jr., R. G. and Hopton, C.(2000), The loyalty effect-the relationship between loyalty and profits", European Business Journal, Vol. 12, No. 3, pp. 134-139.
18 Saura, I. G., Francés, D. S., Contrí, G. B. and Blasco, M. F.(2008), "Logistics service quality: A new way to loyalty", Industrial Management & Data Systems, Vol. 108, No. 5, pp. 650-668.   DOI   ScienceOn
19 Cahill, D. L.(2007), Customer loyalty in third party logistics relationships. Heidelberg: Physica-Verlag.
20 An, C. H., Choi, Y. R. and Shin, H. W.(2007), "An Empirical Study on Impact of Service Orientation upon Business Performance in International Logistics Firm: Primarily on International Freight Forwarders", Journal of Korean Navigation and Port Research, Vol. 31, No. 5, pp. 385-393.   DOI   ScienceOn
21 Chen, C. H. and Lee, H. Y.(2008), "Empirical analysis of the customer loyalty problem in the international logistics market", WSEAS Transactions on business and economics, Vol. 4, No. 5, pp. 113-123.
22 Chen, M. F. and Wang, L. H.(2009), "The moderating role of switching barriers on customer loyalty in the life insurance industry", The Service Industries Journal, Vol. 29, No. 8, pp. 1105-1123.   DOI   ScienceOn
23 Choi, Y. R., Shin, H. W. and Go, S. B.(2002), "An Empirical Study on the Quality Management for Port Services - Primarily on Container Terminals in Busan -", Journal of Korean Navigation and Port Research, Vol. 26, No. 2, pp. 153-159.   DOI   ScienceOn
24 Collier, D. A.(1991), "A service quality process map for credit card processing", Decision Sciences, Vol. 22, No. 2, pp. 406-420.   DOI
25 Daugherty, P. J., Stank, T. P. and Ellinger, A. E.(1998), "Leveraging logistics/distribution capabilities: The effect of logistics service on market share", Journal of Business Logistics, Vol. 19, No. 2, pp. 35-51.
26 Davis, B. R. and Mentzer, J. T.(2006), "Logistics service driven loyalty: An exploratory study", Journal of Business Logistics, Vol. 27, No. 2, pp. 53-73.   DOI
27 Lu, C. -S. and Shang, K. -C.(2007), "An evaluation of customer relationship management in freight forwarder services", Proceedings of the 13th Asia Pacific Management Conference, Melbourne, Australia, pp. 1096-1105.
28 Innis, D. E. and La Londe, B. J.(1994), "Customer service: The key to customer satisfaction, customer loyalty, and market share", Journal of Business Logistics, Vol. 15, No. 1, pp. 1-27.
29 Lu, C. -S.(2003a), "An evaluation of service attributes in a partnering relationship between maritime firms and shippers in Taiwan", Transportation Journal, Vol. 42, No. 5, pp. 5-16.
30 Lu, C. -S.(2003b), "The impact of carrier service attributes on shipper-carrier partnering relationships: a shipper's perspective", Transportation Research Part E, Vol. 39, No. 5, pp. 399-415.   DOI   ScienceOn
31 Marlow, P. and Nair, R.(2008), "Service contracts-An instrument of international logistics supply chain: under United States and European Union regulatory frameworks", Maritime Policy, Vol. 32, No. 3, pp. 489-496.   DOI   ScienceOn
32 McIlroy, A. and Barnett, S.(2000), "Building customer relationships: do discount cards work?", Managing Service Quality, Vol. 10, No. 6, pp. 347-355.   DOI   ScienceOn
33 Meixell, M. J. and Norbis, M.(2008), "A review of the transportation mode choice and carrier selection literature", International Journal of Logistics Management, Vol. 19, No. 2, pp. 183-211.   DOI   ScienceOn
34 Mentzer, J. T., Flint, D. J. and Hult, G. T. M.(2001), "Logistics service quality as a segment-customized process", The Journal of Marketing, Vol. 65, No. 4, pp. 82-104.   DOI   ScienceOn
35 Morris, D. S., Barnes, B. R. and Lynch, J. E.(1999), "Relationship marketing needs total quality management", Total Quality Management, Vol. 10, No. 4/5, pp. 659-665.   DOI   ScienceOn
36 Stank, T. P., Goldsby, T. J., Vickery, S. K. and Savitskie, K.(2003), "Logistics service performance: Estimating its influence on market share", Journal of Business Logistics, Vol. 24, No. 1, pp. 27-55.   DOI
37 Shin, C. H., Choi, M. S., Lee, J. W. and Yang, Y. O.(2011), "QFD Analysis combining the Service Quality and Process of Container Ports", Journal of Korean Navigation and Port Research, Vol. 35, No. 3, pp. 243-251.   DOI   ScienceOn
38 Shin, H. W., Kim, S. G. and Choi, Y. R.(2001), "An Empirical Study on the Perception of Port Service Quality-Primarily on SERVQUAL Model in Container Terminal-", Journal of Korean Navigation and Port Research, Vol. 15, No. 1, pp. 1-18.
39 Stank, T. P., Goldsby, T. J. and Vickery, S. K.(1999), "Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry", Journal of Operations Management, Vol. 17, No. 4, pp. 429-447.   DOI   ScienceOn
40 United Nations Conference on Trade And Development (UNCTAD)(2009), Review of Maritime Transport. Geneva.
41 Wacker, J. G.(1998), "A definition of theory: research guidelines for different theory-building research methods in operations management", Journal of Operations Management, Vol. 16, No. 4, pp. 361-385.   DOI   ScienceOn
42 Zhao, M. and Stank, T. P.(2003), "Interactions between operational and relational capabilities in fast food service delivery", Transportation Research Part E, Vol. 39, No. 2, pp. 161-173.   DOI   ScienceOn